During the first of his two keynotes at our Antwerp event, Gerry McGovern showed why and how customer-centric businesses should focus on the top tasks of their website visitors and customers in general. Online customer-centricity in practice.

Identify your customer top tasks, remove the distractions and clutter, make it simple, reduce the noise, and don’t fall for the cult of volume, Gerry says. In his presentation, which you find below, Gerry showed the do’s and don’t’s, using practical examples. A summary and some key takeaways.

You might ask yourself what the small image in this post, showing a master and his apprentice, means. With it, Gerry wanted to make a simple but unmistakably clear point: the customer is the master. We are the apprentices. Period. Indeed, it’s not about what we, as businesses or marketers think is relevant or even functional and effective but what about website visitors, and customers decide. [Read more...]